Tennessee Orthopaedic Alliance is the largest orthopedic surgery group in Nashville and Middle Tennessee. TOA concentrates on the diagnosis and treatment of disorders and injuries of the musculoskeletal system which allow our patients to live their best life. Since 1926, TOA has continued advancing orthopedic care throughout the state.
There are a number of reasons why TOA is an employer of choice; here are a few of them:
- Stability- TOA has been in Middle Tennessee since 1926 and has expanded to nearly 20 locations.
- Impact- TOA team members use our careers, whether in our clinics or our business office, to make a positive difference in the community by building relationships and helping patients live their best life.
- Work Environment- The TOA team focuses on fostering an excellent working environment; one of positivity, collaboration, job satisfaction, and engagement.
- Total Rewards- TOA offers competitive salaries based on the current Middle Tennessee wage market, plus a comprehensive suite of benefits, including Medical, Dental, Paid Time Off, and more. Our 401(k) plan provides a company match, safe harbor match and profit-sharing match to go along with your contributions.
TOA is an equal opportunity employer. TOA conducts drug screens and background checks on applicants who accept employment offers.
Responsibilities
The Patient Access Supervisor is a working supervisor responsible for day-to-day operational oversight for assigned Patient Access functions, including appointment scheduling, centralized insurance verification, operator/routing workflows, queue coverage, call quality follow-up, and workflow support. This position reports to the Patient Access Manager and helps ensure the team follows approved workflows, uses systems correctly, communicates consistently with patients, and escalates issues in a timely way.
This role is expected to make routine day-to-day operational decisions within approved workflows. The Patient Access Manager remains accountable for overall department performance and final decisions related to staffing levels, hiring, corrective action, provider scheduling rules, system/vendor issues, major workflow changes, and cross-department escalations.
Responsibilities include:
- Supervise and support a high-performing scheduler/VOI/operator team through daily workflow direction, task delegation, coaching, and real-time support.
- Monitor daily queues, callback activity, work volume, lunch coverage, and staffing coverage; make routine coverage adjustments within approved workflows and escalate larger gaps to the Patient Access Manager.
- Serve as the first point of escalation for routine scheduling, VOI, operator, routing, and access workflow questions before they are escalated to the Patient Access Manager.
- Support day-to-day VOI workflow consistency, including same-day and next-day readiness, work prioritization, payer-specific process guidance, and follow-up on incomplete or delayed work.
- Assist with call review, scorecard follow-up, first-level coaching, and reinforcement of approved scripting, patient identification standards, and service expectations.
- Help maintain training materials, scheduler/operator resources, VOI guides, FAQs, and workflow documentation so staff are not relying on tribal knowledge or inconsistent workarounds.
- Support onboarding and training of new Patient Access team members, including helping reduce time to productivity and reinforcing standard workflows after training.
- Support the operational use of Patient Access systems such as NextGen, Relatient/Dash, Vonage, OhMD, insurance verification tools, and other assigned platforms. Track issues, help test approved workflow changes, and escalate system/vendor concerns to the Patient Access Manager.
- Assist with operational integration of new locations, teams, service lines, and process changes by helping with training, documentation, coverage planning, and workflow stabilization.
- Coordinate routine communication with clinics, site managers, care teams, and ancillary departments to resolve day-to-day scheduling/access issues. Escalate provider rules, template decisions, or larger cross-department issues to the Patient Access Manager.
- Step in to handle scheduling, VOI, operator, or patient access transactions as needed for coverage, training, escalations, or high-volume periods.
- Handle routine patient access escalations with empathy, professionalism, and appropriate follow-through.
- Assist the Patient Access Manager with recruiting and interview activity as requested, including providing input on candidates and supporting onboarding after hire.
- Provide timely updates to the Patient Access Manager on queue health, staffing concerns, workflow issues, QA trends, VOI status, and operational risks.
- Generate or assist with routine reports related to quality, quantity, productivity, queue performance, VOI status, and other Patient Access KPIs.
- Promote a positive team culture through communication, huddles, recognition, accountability, and consistent follow-through.
Working supervisor expectations
This is a working supervisor role. Production support may be required, especially during training, coverage gaps, high-volume periods, or operational transitions. As the role matures, the primary focus should be day-to-day operational oversight, workflow consistency, first-level issue resolution, and staff support.
Decision rights and accountability
The supervisor may make routine daily operational decisions within approved workflows, including queue movement, coverage adjustments, work prioritization, lunch coverage, first-level coaching, routine scheduling follow-up, VOI workflow support, callback follow-up, and issue triage.
The Patient Access Manager remains accountable for department performance and final decisions involving staffing levels, hiring, corrective action, formal performance management, provider scheduling rules, major template changes, system/vendor issues, major workflow changes, and cross-department escalations.
Requirements
Qualifications
The successful candidate will have:
- High school diploma required. College degree preferred.
- At least 1 year of experience in a lead, trainer, supervisor, or equivalent support role in patient access, scheduling, insurance verification, call center, clinic operations, or healthcare customer service.
- Strong understanding of patient scheduling, insurance verification, call handling, and healthcare access workflows.
- Demonstrated ability to support team members, reinforce expectations, and coach through difficult patient/customer interactions.
- Demonstrated ability to promote a positive team culture and support a seamless patient/customer experience.
- Strong communication, organization, problem-solving, and follow-through skills.
- Ability to make routine day-to-day decisions within approved workflows and escalate larger issues appropriately.
- Experience with EMR/PM systems. NextGen experience preferred.
- Experience with scheduling, contact center, secure messaging, or access platforms such as Relatient/Dash, Vonage, OhMD, or similar tools preferred.
- Demonstrated fluency working with Microsoft programs such as Excel, Word, Outlook, Teams, and Office.
- Ability to manage competing priorities in a fast-paced environment.
- Ability to support change, process improvement, and consistent workflow adoption.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
